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•Self-Care & Social Media Executive position, is accountable for our digital and self – service solutions with the objective of offering superior customer service, by coordinating activities with relevant stakeholders and promoting alternatives contact channels including IVR, USSD, social media platforms etc with the purpose of improving Customer Experience.
Key accountabilities and decision ownership
•Coordinate all activities to enhance existing and create new opportunities for self-help services (USSD, IVR etc) tailored to suit customers’ needs and improve customer experience
•Accountable for the implementation of action plan for all self-help initiatives in alignment with Customer Service Strategy
•Overall management of social media desks through partner to ensure that all the performance targets are met
•Analyze the needs of the customers to provide precise information to customers by maximizing the utility of the Self – Care channels
•Work with other stake holder’s example marketing to coordinate campaigns with social media strategies which include review of data on the performance of social media platforms and adjust plans or strategies to optimize outreach
•Design, create and manage promotions and “do you know “campaigns with the purpose of addressing First Call Resolution and therefore improve Customer Experience.
•Consolidate reports on self- help services which will highlight areas of improvement and facilitate decision making process